Charging out of bundle rates when data still available

<p>I have had a Data contract ( ********** 527) with Vodacom for approximately 6 years and I have never had any issues with it, until now when i didnt want to upgrade.</p> <p> </p> <p>The data is not used up every month, so data is always transferred to the next month. In July I used this data again as I build up a number of units and the next time when I checked the remaining balance, I had an account of R 12 835.32.</p> <p> </p> <p>I contacted the Vodacom Contact Centre (082 111) on the 29th of July 2016 to notify them of this mistake but the call centre agent advise that this is a true reflection of the account, even though I still had data available according to the information on their website. I immediately disputed this amount and logged a call for the “Support Specialist Department” to investigate and supply me with feedback.</p> <p> </p> <p>The My Vodacom website clearly still reflects that i have 2GB of ANYTIME data available. I received Reference number: 1- ********** 8267 via SMS from Vodacom on the 29th of July 2016.</p> <p> </p> <p>On the 11th of August 2016 I contact Vodacom again as I had not received any feedback regarding my dispute. I spoke to Dineo and Elsie at the Call Centre. Elsie advised that she will escalate the matter as she can see that no one had attended to my query yet and that I should get feedback within 48 hours due to the escalation.</p> <p> </p> <p>I again contacted Vodacom on the 15th of August as I had not received any feedback. The Call Centre agent was not very helpful and I requested to speak to a Supervisor. I was put through to Samu Msweli who is the CBD Customer Care Supervisor. She informed me that again this will be escalated to the manager of that department. She could not give me any contact names or numbers so I could follow up with them directly. Again I was told that this escalation will ensure that I get feedback within 48 hours.</p> <p> </p> <p>On the 17th of August 2016 I contacted the call centre and spoke to Rachel and Kholeka. Kholeka advised that still no one has attended to my dispute and it would have to be escalated. This was now the third time that my case is escalated.</p> <p> </p> <p>To date I have still not received any feedback and no resolution.</p> <p> </p> <p>In all the 6 years that I have had this Data contract I have never overused the data that was available to me and I definitely know how to manage this account.</p> <p> </p>